Reservation Terms & Conditions

1. Direct Bookings

1.1 BOOKING, PRICES, AND OFFERS: Direct bookings may be made via our website, by telephone, by email, or in person. Offers, prices, and unit details are correct at the time of quotation, inclusive of VAT at the prevailing rate, and may be changed or withdrawn before the booking is confirmed.

1.2 SPECIAL REQUIREMENTS: If you have any special requirements, particularly relating to accessibility, you must inform us at the time of booking. We will make reasonable efforts to accommodate such requests; however, special requests do not form part of the contract and are subject to availability. We shall not be liable if accommodation proves unsuitable due to a requirement that was not disclosed to us before arrival.

1.3 DEPOSIT: A deposit is required to confirm your booking. For stays of fewer than 56 nights, the deposit is 10% of the total booking value. For stays of 56 nights or more, the deposit is equal to the first four weeks of your stay. The deposit forms part of the total cost of your stay.

1.4 CONFIRMATION: Your booking is confirmed and accepted only when we send you a booking confirmation. Until then, no contract exists between us and you. You must notify us immediately if any details in your confirmation are incorrect.

1.5 MODIFICATION: Changes to your reservation prior to arrival are subject to availability and our agreement. We reserve the right to charge an administration fee of £30 for amendments. If charges must be recalculated, the rates valid at the time of recalculation will apply.

1.6 CANCELLATION: Cancellation requests must be made by email and must quote your booking number. Our cancellation terms reflect the difficulty of re-letting accommodation at short notice and the losses we are likely to incur. For stays of up to 55 nights, you will receive a full refund of all monies paid if we receive your cancellation request before 15:00, five days prior to your scheduled check-in date. For stays of 56 nights or more, you will receive a refund of all monies paid minus a £75 administration fee if we receive your cancellation request before 15:00, six weeks prior to your scheduled check-in date. If cancellation is received after the applicable notice period, you will remain liable for up to 28 nights from your scheduled check-in date. Any remaining period beyond those 28 nights will be refunded, less a £75 administration fee.

1.7 BALANCE: For stays of up to 55 nights, any outstanding balance is due in full no later than five days prior to your scheduled check-in date. For stays of 56 nights or more, a payment schedule will have been agreed with you in writing. Failure to make payment in accordance with the agreed schedule, after reasonable notice, may result in cancellation without refund and/or termination of your stay.

1.8 PAYMENT METHODS: Payment may be made online via credit or debit card or by bank transfer. If instalments have been agreed, this is offered as a courtesy and does not alter your overall liability for the full value of your stay in accordance with these terms.

1.9 NON-ARRIVAL: If you do not arrive by 11:00 on the day after your scheduled check-in date and we are unable to contact you, we may cancel your reservation in accordance with clause 1.6. Please inform us if you expect to arrive later than planned.

1.10 EARLY DEPARTURE: If you depart earlier than planned after your stay has commenced, you remain liable for up to the next 28 nights from your revised departure date. Any remaining period beyond those 28 nights will be refunded, minus a £75 administration fee. This clause does not affect our right to recover any outstanding sums due under your booking.

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2. Bookings Made via an Agent (Airbnb, Booking.com, etc.)

2.1 TERMS: If you book through an agent, you are subject to that agent’s booking terms and conditions. All booking details, confirmations, and payments are handled by the agent, whose deposit and payment schedules may differ. We do not receive payment until after your arrival.

2.2 COMMUNICATION: Any queries regarding booking details, payments, cancellations, or refunds must be directed to the agent.

2.3 ACCURACY: We do not warrant the accuracy of information published by third parties, including online travel agents.

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3. Your Stay With Us

3.1 LICENCE AGREEMENT: Your stay is provided under a licence to occupy for the agreed period only. We do not provide residential lettings. We operate as serviced accommodation and retain management control of the property and its units, including routine access for cleaning, inspections, maintenance and safety checks. These terms do not confer the statutory rights associated with residential tenancies.

3.2 PRIMARY RESIDENCE: Your stay is for temporary accommodation only and is not intended to be used as a home. You confirm that you maintain a separate primary residence elsewhere throughout your stay. You must not use our address as your primary or residential address for official registration purposes (including, for example, bank accounts, credit agreements, vehicle registration, government services or voting), nor represent the property as your permanent or principal home. For clarity, this does not prevent you from receiving ordinary post or parcel deliveries during your stay.

3.3 PRE-ARRIVAL: You will receive an invitation to complete online check-in prior to arrival. Completion is required in order for us to issue your check-in instructions and provide access to your accommodation.

3.4 UNIT ALLOCATION: We do not offer unit categories, so bookings are normally for a specific unit that will be identified in your confirmation. While we will use reasonable efforts to provide that unit, in exceptional circumstances we may need to allocate an alternative unit within the property. Exceptional circumstances may include, but are not limited to, maintenance requirements, safety concerns, operational needs, or unforeseen damage to the unit booked. Any alternative unit will be of broadly comparable size, standard, and occupancy. The confirmed dates and agreed price of your booking will be honoured. If we are unable to provide a broadly comparable unit, you may cancel the affected nights and receive a refund for those nights.

3.5 CHECK-IN: Unless otherwise agreed, check-in is available from 15:00 on the day of arrival. Early check-in or luggage drop-off may be available by prior arrangement. Access is provided via time-limited digital credentials. These credentials may be updated, restricted or deactivated where reasonably necessary for security or safety reasons, or following termination of your licence in accordance with these terms.

3.6 ACCESS TO UNIT: As serviced accommodation, routine housekeeping, inspections, maintenance and safety checks may take place during your stay. We may enter your unit as reasonably required for cleaning, servicing, inspection, maintenance, security or other operational purposes. We will give reasonable notice where practicable. In an emergency, or where immediate access is necessary to protect the building or other guests, we may enter without notice.

3.7 VISITORS: The maximum occupancy of your unit must not be exceeded. Only guests registered on the booking may stay overnight, except as provided in clause 3.8. Up to two day visitors may use the communal areas with you during their normal opening hours. The premises are not suitable for parties, group meetings, or similar gatherings.

3.8 SINGLE-OCCUPANCY RATES: For stays of 56 nights or more booked under a single-occupancy rate, one overnight guest is permitted for up to two nights in any seven-night period. The guest does not need to be registered in advance, provided the lead guest remains in residence and the guest complies with house rules. This excludes Room 2 and Room 5, which are strictly single-occupancy.

3.9 DURATION OF STAY: Your reservation is for a fixed period beginning on your check-in date and ending on your confirmed check-out date. Unless we agree in writing to an extension (subject to availability and payment of applicable charges), your right to stay in the unit ends automatically on the check-out date. Continued occupation beyond the check-out date does not extend the licence or create any right to remain, and we may require you to leave immediately. We do not offer open-ended or rolling occupation arrangements.

3.10 DEPARTURE: You must vacate your unit by 11:00 on the day of departure. For stays of 56 nights or more, departure is by 10:00. Your unit must be returned in a reasonable condition, free from damage or ingrained dirt requiring excessive deep cleaning. Access credentials will be deactivated upon departure. Lost property will be held for a limited period of 30 days and may be disposed of or donated if not claimed within that period.

3.11 TRANSFERABILITY: You may not resell or transfer your reservation, in whole or in part, nor advertise any of our accommodation for sale. We reserve the right to cancel reservations made in breach of this clause and accept no liability arising from such cancellation.

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4. What We Provide

4.1 GUEST SERVICES AND PROPERTY MANAGEMENT: We operate as a professionally managed serviced accommodation provider. Throughout your stay, we provide ongoing guest services and active management of the property. This includes regular cleaning of shared areas and corridors, removal of household waste from communal areas, gardening and exterior maintenance, routine property oversight, and general day-to-day management of the premises. We carry out routine property checks and may access units as reasonably required for servicing and the safe operation of the building. Members of our team are present on site at various times, and we remain contactable 24/7 should you require assistance. We may require reasonable access to units and shared areas in order to carry out cleaning, inspection, maintenance, safety checks, or other operational duties.

4.2 BED LINEN AND TOWELS: We provide bedding, bed linen and towels appropriate to the occupancy of the unit, and your bed will be made up for your arrival. For stays of more than seven nights, a change of bed linen and towels will be provided weekly. We will arrange for the laundering of used linen and towels. Additional linen or towel sets may be requested, subject to availability and an additional charge. All linen and towels remain the property of our linen supplier and are provided for use during your stay.

4.3 CLEANING: For stays between 7 and 55 nights, your unit will be cleaned once per week. For stays of 56 nights or more, cleaning of your unit will be provided once per month. For stays of seven nights or fewer, no cleaning is included during your stay. Where cleaning is included, the schedule will be confirmed on arrival. Additional cleaning may be arranged upon request, subject to availability and a fee.

4.4 WELCOME AMENITIES: Your reservation is on a self-catering basis. On arrival, we provide toilet tissue, hand soap and a small selection of complimentary toiletries. We also endeavour to include a welcome snack and/or drink as a courtesy. These items are provided for your convenience as part of your stay and are not usually replenished unless expressly stated.

4.5 SHARED GUEST FACILITIES: Communal kitchen, laundry and outdoor areas are available for shared use throughout your stay. These facilities are equipped for self-catering and are maintained by us as part of the serviced nature of the accommodation. While we provide regular cleaning and upkeep of shared areas, day-to-day tidiness remains a shared responsibility between guests. From time to time, facilities may be temporarily unavailable for maintenance, repair, safety reasons or circumstances beyond our reasonable control. We will take reasonable steps to minimise disruption.

4.6 FURNISHINGS, EQUIPMENT, AND INVENTORY: Units and shared areas are furnished and equipped by us for normal use during your stay (for example: furniture, appliances, kitchen equipment, crockery, cutlery and utensils). These items remain our property (or our suppliers’). We inspect, maintain and refresh inventory as part of operating a serviced property. Where items become worn, faulty or unserviceable through normal use, we will repair or replace them at no cost to you. Please report any breakage, damage or malfunction promptly.

4.7 CLEANING SUPPLIES: We provide a range of cleaning products and equipment in the shared kitchen, which guests may borrow for use in their units. These include surface sprays, cloths, a vacuum cleaner and similar basic items. Guests must use these supplies responsibly and return any borrowed equipment promptly after use. Bleach or bleach-based products must not be used anywhere on the premises.

4.8 PARKING PERMITS: We offer daily parking permits for a small additional charge, allowing you to park in designated residents’ bays nearby. We do not provide private or reserved parking spaces. Parking is subject to availability, and permits are non-refundable after 12:00 on your scheduled day of arrival.

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5. House Rules

5.1 GENERAL: We reserve the right to terminate your stay and require you to vacate the property if: (a) you fail to comply with any signposted house rules or reasonable instructions from staff; (b) your behaviour adversely affects staff, contractors, or other guests; or (c) you engage in unlawful activity. In such circumstances, refunds (if any) will be at our discretion and may be withheld to cover sums due, our reasonable costs, and losses.

5.2 SHARED SPACES: For everyone’s enjoyment, you must leave communal areas in the condition in which you found them. Crockery and cutlery taken to your unit must be washed, dried, and returned.

5.3 DAMAGE AND REPORTING: You must notify us promptly of any damage, breakage, malfunction or maintenance issue, whether in your unit or in communal areas. Accidents can happen, and matters are assessed on a case-by-case basis. We reserve the right to recover from you the reasonable cost of repair, replacement or any associated losses where damage results from misuse, negligence or breach of these terms.

5.4 SMOKING AND VAPING: The use of vaporisers, e-cigarettes, tobacco, or any other smoking device is prohibited inside the building and permitted only in the designated outdoor smoking area. A charge of £250 will apply for smoking indoors to cover additional cleaning and deodorisation costs.

5.5 FIRE EQUIPMENT: Tampering with any fire detection or extinguishing equipment, except in the event of an actual emergency, will result in a charge to cover inspection, repair, or replacement costs.

5.6 PROHIBITED ITEMS: The following are not permitted: portable heaters, cooking appliances (other than those provided), electric blankets, candles, fireworks, BBQs, sky lanterns, or similar items whose main purpose is to emit heat or produce a flame. We may remove and hold any electrical item we reasonably believe to be unsafe, which will be returned on departure.

5.7 COMMERCIAL ACTIVITY: No commercial activity may take place from our premises. Photography, filming, or drone use for commercial purposes is only allowed with written consent.

5.8 BEHAVIOUR: Abusive, discriminatory, or otherwise inappropriate behaviour towards staff, contractors, or other guests will not be tolerated and may result in termination of your stay.

5.9 ANIMALS: Pets are not permitted, with the exception of recognised assistance animals. Please notify us prior to arrival if you are bringing one.

5.10 NOISE AND QUIET HOURS: Out of consideration for other guests, who may be working, studying, or resting at any time of day, excessively loud noise — including loud music, amplified sound, or disruptive behaviour — is not permitted at any hour. Between 22:00 and 08:00, noise in communal areas and units must be kept to an absolute minimum. This applies to all guests and their visitors.

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6. Your Feedback

6.1 COMMENTS: If you have any comments, good or bad, during your stay, please direct these to us at the time. This will allow us to verify and deal with your comments in a timely and appropriate manner. Should you feel that we were unable to assist you appropriately in-person, you must write to us within 14 days of the end of your stay. We may be unable to investigate or resolve issues that were not reported at the time they arose.

6.2 COMPENSATION: Subject to clause 7.2 and to the extent permitted by law, we will not be liable for indirect or consequential loss. Any refund or compensation will not exceed the amount paid to us for the affected part of the stay, except where liability cannot legally be limited.

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7. General

7.1 TERMINATION: We reserve the right to cancel future bookings or terminate current stays of anyone who has previously breached these terms. If your stay is terminated due to breach of contract, you must leave immediately and all future stays will be cancelled. Any pre-paid amounts may be retained to the extent necessary to cover sums due for the stay to date, our reasonable costs, and our reasonable losses arising from the breach.

7.2 LIABILITY: We shall not be liable for loss or damage unless caused by our negligence or breach of contract. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any matter which cannot legally be excluded.

7.3 EVENTS BEYOND OUR CONTROL: We shall not be liable for failure to perform our obligations where such failure is caused by events beyond our reasonable control. These may include, but are not limited to, fire, flood, severe weather, power outage, epidemic or pandemic restrictions, government action, labour disputes, or other unforeseen circumstances that make it impossible or unsafe to provide accommodation. If we are unable to provide your accommodation as a result of such events, we will notify you as soon as reasonably practicable and provide a full refund of any monies paid for the affected period. This shall constitute our full liability in such circumstances, save where liability cannot be legally excluded.

7.4 GOVERNING LAW: This agreement is governed by the laws of England and Wales. Any dispute arising under or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.